What is the difference between SLA stages "Achieved" and "Completed"?

mint
Mega Contributor

SN SLA stages.PNG

Hi all, the above image shows the SLA stages available in ServiceNow (referring to ServicenowWiki).

I would like to understand the difference between the stage "Achieved" and "Completed". What are the conditions that trigger each of them?

As I understand "Achieved" stage is when the task is completed within SLA, but for the "Completed" stage - the task has been completed but the SLA can or cannot be achieved. However, I'm still confused what are the triggers behind.

Thank you!

1 REPLY 1

staceyrocheleau
Kilo Guru

Achieved appears to be outdated and only mentioned for backwards compatibility:



Are Breached and Achieved stages obsolete in 2011 SLA Engine



So you would most likely be looking at a stage of "Completed" with has breached = false for one that has "achieved" its SLA rather than seeing an "Achieved" state.